E-Commerce Administration (Bilingual FR/ENG)

Job title: E-Commerce Administration (Bilingual FR/ENG)

Job description: Who we are

We, at Staples Professional, provide our business customers with a deep professional expertise when it comes to Business Essentials, Furniture, Facilities, Technology, Print/Promo, and Pack and Ship, as well as next-day delivery service and customized solutions for ordering, billing and reporting. We are part of the Staples umbrella in Canada, and as such we are a true multi-channel solution provider – online, at our customers place of business and in-store, for all our customers needs. We are looking for people who are curious, passionate and put the customer first.

We are building an inclusive and diverse team

Staples Professional is creating an inclusive and diverse work environment. We welcome, value and thrive on perspectives and contributions from backgrounds that vary by race, gender, sexual orientation, gender identity or expression, lifestyle, age, educational background, national origin, religion or physical ability. If you have a disability or special need that requires accommodation, please let us know.

Purpose of Job
Create and maintain all ecommerce access for customers, pre and post implementation using Staples Ecommerce solution (Eway.ca) or 3rd party solutions ensuring ease of customer ordering and reducing orders sent to customer care. Promote our Customer Direct program and drive self-service tools. Under consultation for Sales, partner with our Sales Application Specialists to provide customized E-commerce solutions that meet and exceed customer requirements.

Primary Duties and Responsibilies

Creates all new customer ecommerce access including user set up, approval rules, administration access. Creating accounts is defined through the proper configuration of over 150 relating but independent toggles and settings. Each individual setting can have wide ranging impact on our customer experience, internal functional depts, external suppliers, system and program integrity all directly impacting profitability

Provide ongoing support to Sales and Customer Direct Accounts for any ongoing questions or concerns.

Create custom shopping lists for customers to meet client expectations and improve their shopping experience with Staples

Create customer reporting relating to Eway users, approvers.

Manage, with team members, departmental email boxes and SFDC requests containing in excess of 350 emails daily that contain requests for all incoming new set ups, existing customers’ additional set ups and existing customer amendments coming from, Sales, Customer Care, Implementation and external customers

Strive to exceed department and customer Service Level Agreements (SLA) for set-ups and meet Metrics requirements

Create or re-define processes and tools to increase efficiencies and expedite customer requests while possibly increase SLA standards; such as macros, upload files, batch changes etc.

Responds to requestor and Helpdesk questions regarding ecommerce challenges or website errors

Coordinates all aspects of E-commerce Implementations for new Staples Advantage clients. Collaborate with the Customer Implementation team and Business Analysts in the IT department for third party integration requirements/flags such as Ariba, SAP

Responsible for investigating and resolving technical customer specific issues with IT by submitting detailed IT Tickets

Acts as liaison with Implementation between internal/external customers and the national development team during technical implementations.

Works with Customer Account Implementation and Sales Management to ensure sales are well versed in the admin functions of our Ecommerce Tool that impact customer relationships

With the Sales Application Specialist educate supporting teams and sales on how these functions work and could provide a competitive advantage for new business

Review all IT release documents and understand impact of changes to our customer records.

Provides internal consultation to Sales, Implementation and customers on how Staples ecommerce solutions would best suit customer needs

Works with Acquisition Sales/Business Development on new on boarding tools to shorten the set-up cycle for new customers generating new revenue.

Create service standard documentation for functional departments in CRM tool (SFDC Account Essentials)

Stays current with best in class E-commerce Initiatives and recommends online site changes to improve functionality and enhance the customer’s online experience.

Daily interaction with Customers, National Electronic Commerce team, Sales, Customer Implementation Project Administration teams and Customer Care

Creates Eway.ca access for sales associates to order internally and provide customers with Samples/Donations

Assisting sales reps, IT Help desk, customer care, or customers with Eway (e-commerce) related questions, comments, or concerns

Physical Demands / Working Conditions

Office setting

Qualifications

Knowledge / Skill Requirements

• Strong computer skills (Microsoft Office, Excel, Word, Outlook, PowerPoint and Internet)
• Min. 50 WPM
• Excellent system navigation skills
• Customer centric orientation
• Excellent communication skills, verbal & written
• Detail-oriented with strong follow-through
• Excellent problem-solving skills
• Exceptional interpersonal skills
• Ability to interface at all levels of a customer and internally
• Strong analytical skills with the ability to multi-task
• Diagnose and troubleshoot problems with user interfaces
• Able to establish and meet challenging service demands, have a sense of urgency
• Ability to work independently, be focused and use reference tools while contributing to a high performing team
• Bi-Lingual

Recommended Qualifications
Experience:

• Minimum of two (2) years’ experience in the areas of Customer Account Administration or Customer Care
• An equivalent combination of education and training and experience
• Familiarity in electronic ordering systems
• Must be familiar with personal computer operating systems (Excel, Word, Outlook, Internet Explorer)
• Salesforce knowledge an asset
• Comprehensive knowledge of company operations, technologies, processes and organizational dynamics an asset

Education:

• College education preferred

Company: Staples

Expected salary:

Location: Boucherville, QC – Montreal, QC

Job date: Sat, 11 Dec 2021 05:08:54 GMT

Job Source: Careerjet.ca

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